{"id":"99029f92-db4b-45e9-ac01-e459d44f6704","shortId":"KZHfZH","kind":"skill","title":"pilot-customer-support-triage-setup","tagline":"Deploy a customer support triage system with 3 agents.  Use this skill when: 1. User wants to set up automated support ticket routing and triage 2. User is configuring an agent as part of a customer support workflow 3. User asks about automating ticket classification, resolution,","description":"# Customer Support Triage Setup\n\nDeploy 3 agents that classify, auto-resolve, and escalate support tickets.\n\n## Roles\n\n| Role | Hostname | Skills | Purpose |\n|------|----------|--------|---------|\n| triage-bot | `<prefix>-triage-bot` | pilot-event-filter, pilot-priority-queue, pilot-task-router | Classifies tickets by urgency and routes to handler |\n| resolver | `<prefix>-resolver` | pilot-task-router, pilot-receipt, pilot-audit-log | Auto-resolves routine queries from knowledge base |\n| escalator | `<prefix>-escalator` | pilot-webhook-bridge, pilot-slack-bridge, pilot-alert | Enriches and escalates complex issues to humans |\n\n## Setup Procedure\n\n**Step 1:** Ask the user which role this agent should play and what prefix to use.\n\n**Step 2:** Install the skills for the chosen role:\n```bash\n# For triage-bot:\nclawhub install pilot-event-filter pilot-priority-queue pilot-task-router\n\n# For resolver:\nclawhub install pilot-task-router pilot-receipt pilot-audit-log\n\n# For escalator:\nclawhub install pilot-webhook-bridge pilot-slack-bridge pilot-alert\n```\n\n**Step 3:** Set the hostname:\n```bash\npilotctl --json set-hostname <prefix>-<role>\n```\n\n**Step 4:** Write the setup manifest:\n```bash\nmkdir -p ~/.pilot/setups\ncat > ~/.pilot/setups/customer-support-triage.json << 'MANIFEST'\n<role-specific manifest from templates below>\nMANIFEST\n```\n\n**Step 5:** Tell the user to initiate handshakes with direct communication peers.\n\n## Manifest Templates Per Role\n\n### triage-bot\n```json\n{\n  \"setup\": \"customer-support-triage\",\n  \"setup_name\": \"Customer Support Triage\",\n  \"role\": \"triage-bot\",\n  \"role_name\": \"Triage Bot\",\n  \"hostname\": \"<prefix>-triage-bot\",\n  \"description\": \"Receives incoming support tickets, classifies by urgency and category, routes to the right handler.\",\n  \"skills\": {\n    \"pilot-event-filter\": \"Filter and classify incoming tickets by urgency (low/medium/high/critical) and category (billing/technical/account).\",\n    \"pilot-priority-queue\": \"Queue tickets by priority so critical issues are routed immediately.\",\n    \"pilot-task-router\": \"Route classified tickets to resolver for routine issues or escalator for complex ones.\"\n  },\n  \"peers\": [\n    { \"role\": \"resolver\", \"hostname\": \"<prefix>-resolver\", \"description\": \"Handles routine tickets with knowledge base lookups\" },\n    { \"role\": \"escalator\", \"hostname\": \"<prefix>-escalator\", \"description\": \"Handles complex tickets requiring human attention\" }\n  ],\n  \"data_flows\": [\n    { \"direction\": \"send\", \"peer\": \"<prefix>-resolver\", \"port\": 1002, \"topic\": \"ticket-routine\", \"description\": \"Routine tickets for automated resolution\" },\n    { \"direction\": \"send\", \"peer\": \"<prefix>-escalator\", \"port\": 1002, \"topic\": \"ticket-complex\", \"description\": \"Complex tickets requiring human attention\" }\n  ],\n  \"handshakes_needed\": [\"<prefix>-resolver\", \"<prefix>-escalator\"]\n}\n```\n\n### resolver\n```json\n{\n  \"setup\": \"customer-support-triage\",\n  \"setup_name\": \"Customer Support Triage\",\n  \"role\": \"resolver\",\n  \"role_name\": \"Auto-Resolver\",\n  \"hostname\": \"<prefix>-resolver\",\n  \"description\": \"Handles routine queries using knowledge base lookups -- order status, FAQs, password resets.\",\n  \"skills\": {\n    \"pilot-task-router\": \"Match incoming ticket category to the appropriate knowledge base article or resolution workflow.\",\n    \"pilot-receipt\": \"Send resolution confirmation back to the triage bot for tracking.\",\n    \"pilot-audit-log\": \"Log every auto-resolution with ticket ID, category, and resolution method for compliance.\"\n  },\n  \"peers\": [\n    { \"role\": \"triage-bot\", \"hostname\": \"<prefix>-triage-bot\", \"description\": \"Sends routine tickets for auto-resolution\" }\n  ],\n  \"data_flows\": [\n    { \"direction\": \"receive\", \"peer\": \"<prefix>-triage-bot\", \"port\": 1002, \"topic\": \"ticket-routine\", \"description\": \"Routine tickets for automated resolution\" }\n  ],\n  \"handshakes_needed\": [\"<prefix>-triage-bot\"]\n}\n```\n\n### escalator\n```json\n{\n  \"setup\": \"customer-support-triage\",\n  \"setup_name\": \"Customer Support Triage\",\n  \"role\": \"escalator\",\n  \"role_name\": \"Escalation Agent\",\n  \"hostname\": \"<prefix>-escalator\",\n  \"description\": \"Takes complex issues, enriches with customer history and context, forwards to human support via webhook or Slack.\",\n  \"skills\": {\n    \"pilot-webhook-bridge\": \"Forward enriched tickets to the helpdesk system (Zendesk, Freshdesk, etc.) via webhook.\",\n    \"pilot-slack-bridge\": \"Post escalation summaries to the support team Slack channel with ticket context.\",\n    \"pilot-alert\": \"Send urgent alerts for critical-priority tickets that need immediate human response.\"\n  },\n  \"peers\": [\n    { \"role\": \"triage-bot\", \"hostname\": \"<prefix>-triage-bot\", \"description\": \"Sends complex tickets that need human attention\" }\n  ],\n  \"data_flows\": [\n    { \"direction\": \"receive\", \"peer\": \"<prefix>-triage-bot\", \"port\": 1002, \"topic\": \"ticket-complex\", \"description\": \"Complex tickets requiring human attention\" },\n    { \"direction\": \"send\", \"peer\": \"external\", \"port\": 443, \"topic\": \"escalation\", \"description\": \"Escalated tickets to helpdesk and Slack\" }\n  ],\n  \"handshakes_needed\": [\"<prefix>-triage-bot\"]\n}\n```\n\n## Data Flows\n\n- `triage-bot -> resolver` : ticket-routine (port 1002)\n- `triage-bot -> escalator` : ticket-complex (port 1002)\n- `escalator -> external` : escalation via webhook (port 443)\n\n## Handshakes\n\n```bash\n# triage-bot handshakes with resolver and escalator:\npilotctl --json handshake <prefix>-resolver \"setup: customer-support-triage\"\npilotctl --json handshake <prefix>-escalator \"setup: customer-support-triage\"\n\n# resolver and escalator handshake back with triage-bot:\npilotctl --json handshake <prefix>-triage-bot \"setup: customer-support-triage\"\npilotctl --json handshake <prefix>-triage-bot \"setup: customer-support-triage\"\n```\n\n## Workflow Example\n\n```bash\n# On resolver -- subscribe to routine tickets:\npilotctl --json subscribe <prefix>-triage-bot ticket-routine\n\n# On escalator -- subscribe to complex tickets:\npilotctl --json subscribe <prefix>-triage-bot ticket-complex\n\n# On triage-bot -- route a routine ticket:\npilotctl --json publish <prefix>-resolver ticket-routine '{\"ticket_id\":\"TK-4821\",\"category\":\"account\",\"urgency\":\"low\",\"subject\":\"Password reset\"}'\n\n# On triage-bot -- route a complex ticket:\npilotctl --json publish <prefix>-escalator ticket-complex '{\"ticket_id\":\"TK-4822\",\"category\":\"technical\",\"urgency\":\"critical\",\"subject\":\"Data loss in production\"}'\n```\n\n## Dependencies\n\nRequires `pilot-protocol` skill, `pilotctl` binary, `clawhub` binary, and a running daemon.","tags":["pilot","customer","support","triage","setup","skills","teoslayer","agent-skills","ai-agents","clawhub","networking","openclaw"],"capabilities":["skill","source-teoslayer","skill-pilot-customer-support-triage-setup","topic-agent-skills","topic-ai-agents","topic-clawhub","topic-networking","topic-openclaw","topic-overlay-network","topic-p2p","topic-pilot-protocol"],"categories":["pilot-skills"],"synonyms":[],"warnings":[],"endpointUrl":"https://skills.sh/TeoSlayer/pilot-skills/pilot-customer-support-triage-setup","protocol":"skill","transport":"skills-sh","auth":{"type":"none","details":{"cli":"npx skills add TeoSlayer/pilot-skills","source_repo":"https://github.com/TeoSlayer/pilot-skills","install_from":"skills.sh"}},"qualityScore":"0.453","qualityRationale":"deterministic score 0.45 from registry signals: · indexed on github topic:agent-skills · 6 github stars · SKILL.md body (6,506 chars)","verified":false,"liveness":"unknown","lastLivenessCheck":null,"agentReviews":{"count":0,"score_avg":null,"cost_usd_avg":null,"success_rate":null,"latency_p50_ms":null,"narrative_summary":null,"summary_updated_at":null},"enrichmentModel":"deterministic:skill-github:v1","enrichmentVersion":1,"enrichedAt":"2026-05-18T19:14:53.576Z","embedding":null,"createdAt":"2026-05-18T13:22:37.340Z","updatedAt":"2026-05-18T19:14:53.576Z","lastSeenAt":"2026-05-18T19:14:53.576Z","tsv":"'-4821':814 '-4822':840 '/.pilot/setups':237 '/.pilot/setups/customer-support-triage.json':239 '1':20,144 '1002':377,393,517,646,687,696 '2':32,160 '3':14,45,58,218 '4':229 '443':662,703 '5':243 'account':816 'agent':15,37,59,151,550 'alert':133,216,606,609 'appropri':453 'articl':456 'ask':47,145 'attent':369,403,636,656 'audit':111,200,475 'auto':63,114,425,480,506 'auto-resolut':479,505 'auto-resolv':62,113,424 'autom':26,49,386,526 'back':466,736 'base':120,357,435,455 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'pilot-audit-log':109,198,473 'pilot-customer-support-triage-setup':1 'pilot-event-filt':80,175,300 'pilot-priority-queu':84,179,315 'pilot-protocol':852 'pilot-receipt':106,195,460 'pilot-slack-bridg':127,210,588 'pilot-task-rout':88,102,183,191,329,443 'pilot-webhook-bridg':123,206,572 'pilotctl':223,714,723,741,752,772,787,804,830,856 'play':153 'port':376,392,516,645,661,686,695,702 'post':592 'prefix':156 'prioriti':86,181,317,322,613 'procedur':142 'product':849 'protocol':854 'publish':806,832 'purpos':73 'queri':117,432 'queue':87,182,318,319 'receipt':108,197,462 'receiv':285,511,640 'requir':367,401,654,851 'reset':441,821 'resolut':52,387,458,464,481,487,507,527 'resolv':64,100,101,115,188,337,348,350,375,406,408,421,426,428,682,711,717,732,767,807 'respons':619 'right':297 'role':69,70,149,167,257,272,276,347,359,420,422,492,545,547,621 'rout':29,97,294,327,333,800,826 'router':91,105,186,194,332,446 'routin':116,339,353,381,383,431,502,521,523,685,770,780,802,810 'run':862 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Use this skill when: 1. User wants to set up automated support ticket routing and triage 2. User is configuring an agent as part of a customer support workflow 3. User asks about automating ticket classification, resolution, or escalation  Do NOT use this skill when: - User wants a single priority queue (use pilot-priority-queue instead) - User wants to send a one-off webhook (use pilot-webhook-bridge instead)"},"skills_sh_url":"https://skills.sh/TeoSlayer/pilot-skills/pilot-customer-support-triage-setup"},"updatedAt":"2026-05-18T19:14:53.576Z"}}